Job Summary

The MS Dynamics 365 F&O Program Manager will provide senior technical, functional, and service leadership for the end-to-end delivery of Microsoft Dynamics 365 Finance & Operations (D365 F&O) global support services. The role is responsible for maintaining stable, performant, and continuously improving business-critical ERP processes across Finance, Supply Chain, Manufacturing, and Project Operations. The Program Manager will serve as a primary escalation point for complex functional and technical issues, lead a geographically distributed ERP support team, manage service governance and SLA performance, oversee incident and problem management, coordinate change and release activities, and partner with business stakeholders, Microsoft, and third-party vendors.

Key Responsibilities
• Own and manage the global D365 F&O ERP support service across regions and time zones in alignment with ITIL service management practices.
• Define, monitor, and enforce SLAs, OLAs, and KPIs for incident, problem, and change management.
• Establish and lead regular service review meetings with stakeholders, presenting performance dashboards, incident trends, and improvement roadmaps.
• Maintain and continuously improve the global support model, including follow-the-sun coverage, on-call rotations, and escalation matrices.
• Ensure robust documentation of support processes, runbooks, known error databases (KEDB), and knowledge base articles.
• Act as the primary escalation lead for P1 and P2 incidents impacting D365 F&O.
• Coordinate rapid incident response across functional, technical, and infrastructure teams.
• Drive root cause analysis (RCA) and post-incident reviews (PIR), ensuring corrective and preventive actions are identified, tracked, and implemented.
• Lead proactive problem management activities to identify recurring issues and systemic weaknesses within the ERP landscape.
• Collaborate with Microsoft Support, including Premier/Unified Support, to manage and expedite critical support tickets.
• Provide functional expertise across D365 F&O modules including General Ledger, Accounts Payable, Accounts Receivable, Fixed Assets, Budgeting, Procurement, Inventory Management, Supply Chain, Manufacturing, and Project Management Accounting.
• Guide support teams in diagnosing and resolving complex D365 F&O configuration, integration, and data issues.
• Oversee technical support activities including debugging X++ customizations, reviewing LCS environments, managing data entities, and coordinating batch job operations.
• Manage D365 F&O environments across Production, UAT, Sandbox, and Development tiers, including update management and release coordination.
• Support integration-related incidents involving Azure Integration Services, Logic Apps, Data Factory, MuleSoft, and external systems.
• Govern the D365 F&O change management lifecycle to ensure changes are assessed, tested, approved, and deployed with minimal business disruption.
• Coordinate Microsoft One Version update cycles, assess release notes for business impact, and manage regression testing with business and QA teams.
• Manage hotfix deployments, configuration changes, and ISV solution updates in accordance with the Change Advisory Board (CAB) process.
• Serve as the primary point of contact for business process owners, regional finance and operations leaders, and C-suite stakeholders.
• Build and maintain relationships with Microsoft account teams, Dynamics partners, ISV vendors, and third-party implementation partners.
• Communicate service performance, upcoming changes, and risk areas to technical and non-technical stakeholders.
• Negotiate and manage support contracts, Microsoft Unified Support entitlements, and third-party service agreements.
• Lead, mentor, and develop a geographically distributed team of D365 F&O support analysts, functional consultants, and technical developers.
• Define clear roles, responsibilities, and performance expectations for the support organization.

Required Qualifications
• Strong experience with D365 CE Technical.
• Strong functional and technical experience with D365 F&O, particularly Finance.
• Strong D365 F&O technical expertise, including support and troubleshooting of enterprise ERP environments.
• Experience with program architecture and enterprise solution governance.
• Strong project governance and service management experience.
• Experience managing complex incidents, problems, changes, and releases in enterprise ERP environments.
• Strong stakeholder and vendor management skills across technical, business, and executive audiences.
• Experience leading geographically distributed technical and functional teams.

Preferred Qualifications
• Experience with D365 F&O Supply Chain.
• Experience in problem management and root cause analysis.
• Experience with project financial management.
• Experience with project planning and delivery.